Customer Support Management::Support Customer Order Management

The purpose of the Support Order Management processes is twofold – to ensure that new and/or modified Order Management related infrastructure is deployed effectively, and to ensure that Order Management processes can operate effectively.<br/><br/>For the Order Management processes the role of the Support Order Management processes is to make sure that there is sufficient process capacity and capability (for example information, materials, systems and resources) so that the Order Management processes can operate effectively. Examples are information on how to process orders for specific product offerings, information needed to carry out designs, materials needed to confirm customer order requests, systems needed to validate product offering availability.<br/><br/>The responsibilities of these processes include, but are not limited to:<br/><br/>• forecasting at an operational level customer order Management volume requirements;<br/>• the capacity planning associated with the deployment of new and/or modified customer order Management infrastructure;<br/>• establishment and monitoring of organizational arrangements to support deployment and operation of new and/or modified customer order Management infrastructure;<br/>• creation, deployment, modification and/or upgrading of customer order Management infrastructure deployment support tools (including Customer Inventory and Product Offer Inventory) and processes for new and/or modified customer order Management infrastructure;<br/>• authoring, reviewing and approving operational procedures developed by Marketing & Offer Management processes prior to customer order Management infrastructure deployment;<br/>• the testing and acceptance of new and/or modified customer order Management infrastructure as part of the handover procedure from the Marketing & Offer Management processes to Operations;<br/>• detecting customer order Management infrastructure operational limitations and/or deployment incompatibilities and providing requirements to address these aspects to Marketing & Offer Management processes;<br/>• co-ordination and roll-out, in accordance with approved plans, of the approved new and/or modified customer order Management infrastructure;<br/>• monitoring capacity utilization of deployed customer order Management infrastructure to provide early detection of potential customer order Management infrastructure shortfalls;<br/>• reconfiguration and re-arrangement of under-utilized deployed customer order Management infrastructure;<br/>• managing recovery and/or removal of obsolete or unviable customer order Management infrastructure;<br/>• reporting on deployed customer order Management infrastructure capacity;<br/>• Tracking and monitoring of the customer order Management infrastructure deployment processes and costs (including where customer order Management infrastructure is deployed and managed by third parties),<br/>• reporting on the capability of the customer order Management infrastructure deployment processes<br/>• establishing and managing customer order Management notification facilities and lists to support the Order Management notification and reporting processes<br/>The processes undertake trend analysis on order Management, such as time taken to complete a customer order, frequency and type of Order Management process issues involved, and canceled orders.<br/>